Configuring a stage

A stage in Q2 Origination, also known as a department, means a logical grouping of tasks in an application's workflow. A stage has members associated with it who are designated the completion of the tasks for that stage. These members can be a group that is called a queue, or roles. You can add, only user roles and queues to a stage but not individual users.

A queue in Q2 Origination is a group of users who are responsible for the completion of all the tasks of a stage. It is a standard Salesforce object that helps your teams manage leads, orders, cases, service contracts, and custom objects. Once an application is placed in a queue manually, or through an automatic case or lead assignment rule, it remains there until they are assigned to a user or acted upon by one of the queue members. Any queue member or users above them in the role hierarchy can take ownership of the application in a queue.

Note:

The queue members or the users must be configured to appear in the Available Members list on the Queue Creation page.

To know about how to configure the queue members, see https://help.salesforce.com/articleView?id=setting_up_queues.htm&type=5.

Automatic Assignment to Queue Members

Note:

You can configure to assign tasks automatically to the queue members. To know about the automatic assignment of tasks, refer to Defining org parameters.

A role in Q2 Origination is a user role or a designation. There can be more than one user assigned to a role. It is a standard Salesforce object that helps you represent user roles and designations in your organization.

Mapping Options in Q2 Origination

Note:

A queue can be mapped to one or many stages.
A queue can be mapped to one or many roles.
Multiple queues cannot be mapped to a single stage.
A combination of a queue and one or more multiple roles can be mapped to a single stage

See Also

To know more about the stages and tasks, see the Application Stages and Tasks section in the Q2 Origination User Guide.

Prerequisites

The following are the prerequisites to configure a stage:

Roles are configured if you want to add them as the department members.

Note:
You can define user roles in Salesforce through Setup > Manage Users > Roles option. For more information on user roles, refer to https://help.salesforce.com/HTViewHelpDoc?id=admin_roles.htm
Queues are configured if you want to add them as the department members.

Note:
You can define queues in Salesforce through the Setup > Manage Users > Queues option. For more information on queues, refer to https://help.salesforce.com/apex/HTViewHelpDoc?id=queues_overview.htm

Steps

To configure a stage, do the following:

Log in to your Salesforce account.
On the Origination Configuration section, in the Dashboard Setup section, select Department.
On the page that appears, select New Department.
Specify the Department Name.
Select Save.

A new page appears with the department name that you provided.
Select New Department Members to select and add user roles and queues as members of the stage.
Select Save to create the stage.